Buildabear Reviews 

Bears are nice enough (however overpriced) but they didn’t include the sound that I’d ordered, making them a much less special gift than they were supposed to be. Their solution was for me to drive 40 minutes (each way) to my nearest store to swap it for a new one, but they had no idea when this new one would actually arrive in to the store so it may have been after the date I needed the item by. I asked for the sound to be refunded instead, as this was not an option for me. Only good will offered when I complained about their lack of assistance and a ruined gift, was a £5 voucher on future purchases, which I will not be making.

Gift card not working, not coming off total. Then when I refresh and try again, gift card says no balance. Takes 10 minutes to start showing up with correct balance. Have done this multiple times.
Customer service took 20 minutes to get through and was told that if I placed the order I would receive a refund for £10 (gift card balance) within 7 to 10 working days.
I said I didn’t want to lose £10 for this time, but the agent was very unhelpful and kept telling me that is the only way to use my gift card.
No resolution and I haven’t placed the order.

Ordered a birthday bear with next day delivery service, one month on I have still not received the bear after being told on two separate occasions that it was in the van and out for delivery. I requested a full refund after feeling like I have completley been fobbed off!! 7 days later I have still not received my refund. Worst customer experience I have honestly ever received and from such a reputable company. DO NOT PLACE AN ONLINE ORDER.

Was trying to order 2 bears plus outfits and use a £10 off £30 welcome voucher. Wouldn't let me use the voucher even though my basket qualified, then spent 3 days back and forward to customer service via email to be told I would have to wait 5-7 days for a new voucher to be issued.
As I needed the item for the birthday present I went ahead and ordered without the voucher much to my disappointment. Why offer a voucher that doesn't work, just made the whole experience unnecessarily stressful.
By the time I ordered items in my basket were out of stock but the website didn't state this so more stress trying to work out why I couldn't check out.
Got there eventually but will not be in a hurry to order again.
Shame really because the bears arrived within 24 hours, well packaged. Fab quality and make a lovely gift in the club condo with birth certificate but the online ordering experience was horrendous.

If I could give zero I would. Never had a problem but just lately ordering is awful. I paid for a delivery the other week but half way through waiting in for the parcel the shipping status completely changed to parcel being returned to supplier. Trying to get their customer service to understand is so frustrating and the language barrier is awful as they cannot understand my accent. I tried again to order a much wanted bear for my daughter much to my frustration and again it hasn't turned up. I have paid £7.95 for express delivery and they keep assuring me it's arriving today eventhough its now 7.06pm. Told me if it doesn't arrive I have to ring again tomorrow. I have better things to do like getting my boils lanced. Really guys sort your business out as I'm now giving up ordering off you again.

Don't bother unless u have alot of money! Teddy's start from £20 and then when u stuff the Teddy they add on extras, but they speak to the child rather than the adult who is paying! So they offer all these added extras to the child knowing the child will say yes despite the fact u may not b able to afford it! They then try to add on boxes and bags at the end again asking the child not the adult. Absolute disgrace. Will never go again. Literally spent a fortune and had no money left to purchase essentials I needed in other stores. Thanks alot Build a Bear! Absolute money grabbing monsters. Never ever again

They say free delivery on the website but it’s a con. Be very careful ordering with them. They’re deliberately misleading.

Omg what an experience.. trying to communicate with these guys is painful.. sign up to get £10 off.. except my promo doesn't work.. when trying to get help to resolve the issue they never got back to me..

Garbage company.. in the end you will sink and deservedly so..

Zero stars..

Ordered a Teddy for my Grandson and paid extra for express delivery. The DPD delivery messaged DAYS later to say between 7am and 7pm, I mean who can stay home all day with kids! I.popped out n missed him by minutes, he never even had the iniative to pop it over my garden gate, saw him on ring doorbell or try a neighbour, 2nd attemp 7am to 7pm, so really another all day wait for a teddy! Tried to put leave over gate on website and won't let me do it unless I select an alternative day. I'm bloody furious as it's a waste of people's lives!Will not be using DPD delivery or Build a Bear again. Sort it out or don't charge people for this ridiculous service.

Ordered my son a teddy for his birthday.
It arrived damaged.
I emailed customer service they wanted me to go to a store. I dont live near one or drive. So would be buses and trains.
I explained i couldn't and thats why i ordered online.
After back and forth emails. They agreed to send a replacement and i send the damaged one back.
A month later still no replacement.
Finally got it over 4 weeks later damaged again!

I couldn't believe it i contacted customer service said i was so angry that the replacement is damaged. I told them i would be fixing it myself as they are useless and didnt want to wait another month.
I asked for some money back which they agreed £5 which is rubbish. But whatever.
2 months later still no refund.
Dont use build a bear.!

Ordered online paid for a scent to be added lo and behold teddy turned up unscented in a cheap tatty cardboard box with no protective packaging. Emailed customer services to state I’d paid for a scent (nearly £4) to get a “well we would be happy to add one just bring it in store” erm if I lived near one or wanted to wait 6 hours in a queue I would have visited and bought from the store the first time round! Literally act like you’re lying just to get your £4 back……perhaps put that money to good use and train your staff to actually fulfil orders as per requirements! They are All about the money nothing more nothing less

I ordered online and received an order confirmation email. Went to collect from the store but I was too early. My mistake, the confirmation email had stated it would take several working days. Regardless of that the lady in the shop was completely unhelpful and disinterested.

The next day, I received an email saying the item had been removed from my order. I replied, asking what was going on and they told me it had been cancelled because it is no longer in stock. The item is still being advertised on their website as available!

Badly managed website and terrible customer service. Wont return and would never recommend to anyone.

Would give zero if possible. Rudest member of staff ever encountered in Merry Hill store. Apparently a manager! Lacking completely in empathy, manners & customer service skills.

Paid nearly £7 for next day delivery. Arrived finally 5 days late. Was dismissed with a patronising " take it up with courier". Disgusting service.

Bought gift card from shop and they said it has expired and nothing they can do. Person on customer support said the same. Don't buy gift cards from them they rip you off.

I ordered a bear through the mail. It was a MESS. The fur was falling off and uneven and the entire Jose was unraveling. There were loose threads and I just can’t believe they mailed it out like this. I do not recommend.

Poor and disappointing customer service. I placed my order on the 25th June 2023 on website advising that delivery would be made between 28th June and 3rd of July.

On 29th June I received notification that my order was on its way and provided with tracking number, which didn't work when I checked.

Having waited I contacted customer service on 8 July 2023. I received response on 9 July 2023 that they were looking in to it. By 13 July I had still not heard anything and not received order. Again I emailed on 13 July to chase to receive another email on the same day advising they are looking in to it. On 19th July I chased again to be asked for a further 48 hours for them to chase. I then contacted them again after 48 hours as they at this point had over 150 hours to chase the parcel so demanded next day delivery of a new order.

Received no response back then o received an order notification and dispatch email. Received order 25th July and original order arrived 26th July.

I then contacted again that day to say I have two to be told to ship one back and would receive label. Label was then emailed 1st August.

The customer service has been beyond poor and not once did they acknowledge or take accountability. No offer of goodwill gesture just patronising emails telling me to have Paw some day...perhaps need to read the room before responding with childish phrases.

Review your customer service strategy, clearly not working!

Placed an online order on 26th July. Paid for NEXT DAY delivery (email then stated goods would arrive 28th). I'm now on 31st and Still no delivery. Rang build a bear to be told wait 24-48 hours for email response. Waited.... called again today, told the same thing. I asked if no response in that time frame, and I ring back, am I expected to wait yet another 48 hours?? Absolutely ridiculous customer services even worse service. Will not be purchasing online again.

Ordered two teddies from the website. They arrived in a surprisingly small box. I couldn’t believe they had both been stuffed in there including the certificates!
They didn’t come with the gift packaging. There was no option to add this so I assumed it would be included as it is when you buy in store?
The alpaca teddy is nice and seems well made, hence I am giving this two stars instead of one.
The grizzly bear looks so bad, I almost thought it was a cheap knockoff you might buy from Wish. The ears have what looks like burnt (??) edges and it’s very badly sewn. It has a sharp piece of stitching on the back where it’s been sealed, which means this isn’t safe for my child unless I somehow fix it. There are chunks of loose fur all over. It’s also been over-stuffed to the point where the arms and legs won’t even move. I am extremely disappointed to receive a bear in such poor condition. I won’t be shopping with them again.

Build a bear in Cardiff-

We were served by Cameron who was amazing! My little boy is normally really shy but Cameron spotted he was a fan of Pokémon and was able to talk to him and get him out of his shell, he was just as great with my daughter. He really made there birthday and made them laugh and have a great time so thank you Cameron